Beyond Philosophy

FEBRUARY 19, 2019

Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. During her tenure, Kahn asked retailers to describe their idea of a great retailer.

Benchmark 356

Benchmark Marketing Customer Experience Consulting 356

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. appeared first on NICE inContact Blog.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Comm100

SEPTEMBER 6, 2022

Three great ways to figure the answer out: Book a demo with one of our live chat specialists to discuss your setup Input your details into our Live Chat ROI Calculator to find out the optimal setup Continue reading this blog! The industry benchmark is 2 live chats per agent at a time, but experienced agents can take on up to 3.

Benchmark 83

Benchmark Average Handle Time Best practices Metrics 83

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. are on track to overtake phone interactions by the start of 2017. We do this in many ways, one of which is staying up to date on industry research.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. appeared first on NICE inContact Blog.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

NICE inContact

OCTOBER 15, 2018

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia. appeared first on NICE inContact Blog.

Contact Center 49

Contact Center Benchmark Chatbots Self service 49

Comm100

SEPTEMBER 28, 2022

Live Chat Benchmark Report 2022. Download our annual Live Chat Benchmark Report for free access to the latest live chat data alongside best practices and optimization. Typically, a 50-60% benchmark is good to aim for. Read more: Live Chat Metrics 2022 – Benchmark Data. Live Chat Benchmark Report 2022. Click here.

Average Handle Time 91

Average Handle Time Benchmark Wait times Metrics 91

Fonolo

OCTOBER 18, 2017

A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017. Understanding Industry Benchmarks.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

COPC

OCTOBER 25, 2017

We will review each one of these during this four-part blog series, and they are: Part 1: What channels do we offer, and what are our customers using? Chief among them are Benchmarking , Industry Consumer Research , Customer Surveys and Focus Groups. Benchmarking. Luckily, there are several methods for getting to the answer.

Customer centricity 40

Customer centricity Benchmark Surveys Customer Experience 40

NICE inContact

DECEMBER 3, 2018

In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both. Our research was conducted in the US, Australia and the UK, with regional insights showing: In the US, self-service use almost doubled from 17% in 2017 to 31% in 2018. Omnichannel Service and Satisfaction.

Contact center software 48

Contact center software Self service Contact Center Benchmark 48

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? Published on: January 12, 2017. Author: Pauline Ashenden As we move into 2017, now is a good time to review last year and use the insight to plan for the future. Find out what they are in this blog post.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

Fonolo

SEPTEMBER 19, 2017

One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. Our favorite chart: The State of Customer Service 2017. Understanding Industry Benchmarks. To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers.

Call Center 89

Call Center Contact Center B2C Benchmark 89

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. How to overcome those challenges?

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

AskNicely

MARCH 8, 2018

Dimension Data’s 2017 Global Customer Experience (CX) Benchmarking Report , indicated that: More than 80% of B2B brands view excellent CX as a business differentiator. The panel discussion will be led by our own VP of Customer Success and Advocacy, Leah Chaney ( here’s a blog post she wrote on the subject for TSIA).

B2B 60

B2B Benchmark Feedback Customer Experience 60

CustomerGauge

DECEMBER 20, 2016

How often do you keep your New Year’s resolution? Come on, be honest! Did you really exercise four times a week this year? Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self.

Best practices 81

Best practices Benchmark 81

Eckoh

NOVEMBER 26, 2019

Our blog series on the Top 5 Customer Service Challenges has been getting under the skin of the big issues facing contact centers today. They benchmark the company's self-service app against the best ones they use in other areas of their lives — and can't understand why the new app is "so stupid". 2] The Guardian (January 2017).

Self service 52

Self service Contact Center Benchmark Customer Service 52

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., Exceptional Customer Experience Still Relies on Agent Assistance. voice or chat).

Contact Center 54

Contact Center Benchmark Self service APIs 54

Lumoa

JANUARY 11, 2022

Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it. Nicereply Nicereply is a survey tool for marketers and customer support to understand the engagement of digital assets: blog content, website, emails, and product marketing.

Surveys 103

Surveys Analytics Feedback Benchmark 103

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. With these tools in place, Comm100’s live chat benchmarks have shown an impressive 84% positive rating across all organizations. More companies all the time are experiencing the benefits of live chat , but how does one maximize these benefits?

Best practices 97

Best practices Customer Service Abandon rate Benchmark 97

NICE inContact

SEPTEMBER 7, 2017

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. The post Text / SMS in the Contact Center – Inbound, Outbound, Omnichannel appeared first on inContact Blog. A true case of 1+1=3.

Contact Center 67

Contact Center Benchmark Engineering Customer Experience 67

aircall

JUNE 28, 2022

If we look at the famous Bessemer benchmark “From $1M to $100M” ; it took us exactly six years from $1M ARR to $100M like Wix, Zapier and a few others did! . After 2017’s New Year’s Eve, Aircall wakes up at war. That’s what 2017 taught us. The post The Aircall story, by founders appeared first on Aircall Blog.

SaaS 147

SaaS Engineering Metrics Telecommunications 147

Nicereply

DECEMBER 22, 2020

US consumers spent three trillion US dollars in the retail industry over the 2013 holiday season, and online retail sales are predicted to rise 21% higher in 2018 compared to 2017. In between 2005 and 2017, CSI fluctuated between these two points. Benchmark metrics. in 2005 to a high of 77.0 Over to you!

Wait times 59

Wait times Consulting Consulting Morale 59

Aspect

JULY 11, 2018

For example, The Tempkin Group’s 2016 Employee Engagement Benchmark Study found that organizations that deliver great customer experiences have one-and-a-half times as many engaged employees as under-engaged employees. The post Customer Service Confidential: Agents Reveal the Secrets to their Happiness appeared first on Aspect Blogs.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

NICE inContact

NOVEMBER 12, 2019

Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017. The post What You Need to Know About Omnichannel appeared first on NICE inContact Blog.

Multichannel 54

Multichannel Benchmark Contact Center Self service 54

Nicereply

FEBRUARY 1, 2022

According to SuperOffice’s Customer Service Benchmark Report , which analyzed the customer service quality of 1,000 companies around the world, 97% of companies don’t even send a follow-up email to customers to find out if they’re satisfied with the response they received, much less solicit feedback in real-time.

Customer Support 97

Customer Support Metrics Feedback Accountability 97

Toister Performance Solutions

JULY 26, 2018

As he wrote on the ICMI blog , his enthusiasm for Chick-fil-A has suddenly dampened. Customer relationship management software provider SuperOffice emailed 1,000 companies for its 2018 Customer Service Benchmark report ; 62 percent did not respond. Companies failing to respond to customers is an epidemic.

Contact Center 72

Contact Center Consulting Consulting Benchmark 72

NICE inContact

SEPTEMBER 7, 2017

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. The post Text / SMS in the Contact Center – Inbound, Outbound, Omnichannel appeared first on inContact Blog. A true case of 1+1=3.

Contact Center 48

Contact Center Benchmark Engineering Customer Experience 48

NICE inContact

JUNE 17, 2019

In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. Studies show I am not alone in this preference. Now think about service over your digital channels.

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

JUNE 17, 2019

In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. Studies show I am not alone in this preference. Now think about service over your digital channels.

Quality management 54

Quality management Analytics Customer Experience Management 54

Revation Systems

FEBRUARY 9, 2018

In 2017, the contact center industry began experiencing a heightened focus on omni-channel communications, which will only continue to grow. A 2017 customer experience benchmark study showed that 67 percent of consumers preferred agent-assisted channels. 24/7 Support.

Contact Center 48

Contact Center Construction Benchmark Chatbots 48

ProProfs Blog

FEBRUARY 1, 2019

Identify the words they associate with your product when discussing them and use this to create a customer-centric benchmark of value and quality among other factors. A study conducted by Mashable in 2017 stated that roughly around 40% of the world population regularly uses social media. Use Social Media to Cast A Wider Net.

Surveys 84

Surveys Benchmark Advertising Customer centricity 84

COPC

MAY 16, 2018

And while this approach is covered in great detail in a four-part blog published in October 2017 (which can be found here ), the foundational steps of taking a customer-centric approach to channel strategy are as follows: Step 1: Ask which channels are currently offered and which channels customers are actually using.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

GetFeedback

JUNE 12, 2019

We showcased one example in 2017 when we spoke to Myskha Sansoin of Bombardier Recreational Products (BRP) about her team’s experience using GetFeedback. “In And based on all of these possibilities, the equitable scorecard requires you to set unique benchmarks for each one. So what does this scorecard ultimately enable us to do?

Surveys 79

Surveys Feedback Benchmark Education 79

Creative Virtual

DECEMBER 11, 2019

It’s always difficult to condense a whole year into one blog post, so here are just a few of the highlights. We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as we also celebrated the 15th anniversary of Creative Virtual. Creative Virtual was rated as ‘Excellent’ across these categories.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

Creative Virtual

MARCH 21, 2019

Frost & Sullivan evaluated companies across two key factors, each with five benchmarking criteria. This comes on the back of our Queen’s Award for Innovation, that we were honoured to receive in 2017, and which is a five-year award. Frost & Sullivan have recognised Creative Virtual as the Product Leader!

Chatbots 40

Chatbots Benchmark Self service Best practices 40

bold360 Blog

OCTOBER 21, 2019

BoldChat Live Chat Performance Benchmarks Report. ICMI Toolkit 2017: How to Become a Successful Omni-Channel Contact Center. The post CXNext Live: 5 Reasons Your Live Chat Stinks appeared first on Bold360 Blog.

Chatbots 40

Chatbots Benchmark Wait times Contact Center 40

bold360 Blog

OCTOBER 21, 2019

BoldChat Live Chat Performance Benchmarks Report. ICMI Toolkit 2017: How to Become a Successful Omni-Channel Contact Center. The post 5 Reasons Your Live Chat Stinks appeared first on Bold360 Blog. Learn more about live chat with Bold360 , or check out our latest LinkedIn Live episode on ways to improve your chat experience.

Chatbots 40

Chatbots Benchmark Wait times Contact Center 40